VZW Customer Service uneducated

I just got off the phone with a VZW rep due to my complaints about the Thunderbolt rebooting issues. The rep is trying to tell me that VZW never pushes down software updates. She then told me that she has knows nothing about any software problems with rebooting for the HTC Thunderbolt and that I could have a replacement phone that should correct the rebooting.
Why do they not know about the "KNOWN" issue from the last update.

Spindel wrote:
I just got off the phone with a VZW rep due to my complaints about the Thunderbolt rebooting issues. The rep is trying to tell me that VZW never pushes down software updates. She then told me that she has knows nothing about any software problems with rebooting for the HTC Thunderbolt and that I could have a replacement phone that should correct the rebooting.
Why do they not know about the "KNOWN" issue from the last update.
I've said it before and I'll say it again (and stand by what I say) that Verizon reps refuse to acknowledge well known issues with phones. They have to know about them, how can they not? I think they just don't want to actually say that there is a known issue with a phone, making the company look bad.

Similar Messages

What does it take to get a VZW Customer Service Rep to call you back?? READY TO CANCEL SERVICE OF 4 LINES!

Has anyone else had problems with VZW customer service? I have been lied to repeatedly and am on the verge of terminating my contracts. To begin, I sent my daughters, who are authorized users, into the store - which is 40 minutes from my house- to upgrade and renew 2 lines. I called Apple to upgrade initially, but my account has a corporate discount, so they were unable to upgrade my lines of service. I called the closest VZW store, again 40 minutes away, spoke with the sales associate DUSTIN. I told DUSTIN exactly what I wanted and advised that my daughters would be in to upgrade the lines.
When my daughters arrived, there were 2 people in line ahead of them. As the other customers were taken care of and left, it became closing time. Another representative approached DUSTIN telling him he did not "need to do all that, just hurry and get them out". YES!!! The other rep told him to hurry and get the sale out of the store!!! WHO PAYS YOUR BILLS? WHO PROVIDES YOU WITH THAT PAYCHECK AND COMMISSION MONTHLY?? YES, we the customer do!!!
Next, DUSTIN brought out a selection of cases, car chargers and screen protectors from the back of the store advising my daughter to "pick one", as he presented the selection of cases to her. She advised she did not want or need the cases or other items he was offering. He told her the case and screen protector "comes with it". HE LIED to her!! This is unethical and deceptive!! It was not until she arrived home, after being rushed out of the store, she noticed the additional charged for the case and screen protector - which was supposedly included.
I called VZW *611 immediately. I spoke with a gentleman named CASEY who empathized with me and stated he would forward this information to his manager to have his manager contact me. I have waited for a return call and have not received one. If I do not hear back from VZW today, I am returning 2 lines of service, cancelling all 4 lines and taking my service to a carrier that will do what they promise and not unethically obtain sales from paying customers.
The bonus to this story- my daughter is a minor! Not only did he manipulate and lie, but did so to a child!!! I have been a VZW customer for over a decade. When I cancel my service, everyone will know why. In addition, I talked my LARGE corporation into obtaining corporate accounts with VZW. I can assure you, that will also be revoked.
Best Wishes

Sadly, i've had a few unethical issues of my own and i'm an adult. I do think there was some responsiblity on the daughters' part to verify what they were paying for before leaving the store even though you made an honest attempt to have things laid out prior to their arrival. In regards to VZW's service, It has declined horribly over the past few years. I've been a customer since they were orignally a company called PrimeCo and I'm on the verge of switching providers myself. I had a defective phone that was replaced 6 times in one year..the store manager called me out the blue to apologize for the defective phones and offered me a free upgrade at no charge. He NEVER told me that he was extending my contract and treating it like a normal upgrade. I didn't find out until i went for my New Every Two purchase. I also received a letter stating they were discontinuing the New Every Two Program, but i still would be able to use my last upgrade on my next purchase. Of course when the renewal period came around, there was no such record of the offer and I got nothing. It's now time to renew my contract again and upgrade, but as before, there is absolutely no incentive for me doing so. I'm still going to pay the same as any new customer that walks through the door, still paying an activation fee, and i don't have unlimited everything like most other providers are currently offering. So please tell me again WHY i would want to renew my contract and purchase a new phone from Verizon when i can go elsewhere and get all types of perks???
All in all, i truly sympathize with you and as of today, i'm looking to purchase a new phone this afternoon with another provider.

VZW Customer Service is a Joke (3332 Error Still A Huge Issue)

I've been using an old (original) Razr flip phone, and recently had the opportunity to purchase a (never used) Razr2 that missed the 3/2011 update. Before forking over a single penny, I googled the 3332 error. It brought me to these very pages where a very helpful Verizon employee (helpful Verizon employee being an oxymoron these days) named MikeS_VZW posted on several different threads about how to fix the 3332 error.
He posted a direct filepath for store employees to follow, and he also posted a list of phones that the flash would work for. (By the way, all those threads are now locked for some reason.) It was based on this information - a Verizon Wireless Employee posting on the Verizon Wireless Website, that I decided to fork over the money and buy this new phone.
So a few days ago I head to the Encino, CA store and am told that they don't have any computers at all that a phone can be hooked up to and that he didn't think any stores are able to flash phones. But he did go in back and call around. Turns out that the Flagship stores are still able to flash phones and that the nearest Flagship store was in Porter Ranch.
Today I went to the Porter Ranch, CA Verizon Wireless Flagship store. Upon entering I explain that I was sent there from Encino to have my phone flashed. I show him a printout of MikeS_VZW's filepath & instructions. The greeter tells me that he doesn't know why they keep sending people to his store but that he will have someone help me out.
Jean Carlo comes over and I explain the whole thing to him again. First thing that he tells me is that Encino could have done it saving me a extra 30 miles (15 miles each way). Well I say that they told me only Flagship stores could Flash my phone. He tells me Panorama City is also a Flagship store (and only about 4 miles away from me). But whatever, I'm already in the Porter Ranch Store...
I show him the printout and without looking at it he responds that he knows how to flash a phone. He then goes on to tell me that he can flash my phone but if it burns out, which has happened, then they aren't responsible and I would have to pay the insurance deductible to get a new phone.
Again, I WOULD HAVE TO PAY MONEY OUT OF MY POCKET, IF THE VERIZON WIRELESS FLAGSHIP STORE EMPLOYEE RUINED MY VERIZON PHONE WHILE TRYING TO GET IT TO PROPERLY WORK ON THE VERIZON WIRELESS NETWORK. Gotcha.
I told him to go ahead, because if it burned out then I would revert to my super old original Razr and then just wait it out til the end of my contract.
Ten or so minutes later and brings my phone back as it's still restarting and asks if there's anything else. I say no and he walks away. As soon as it restarts I try to download Backup Assistant and I of course get the 3332 Errror.
I go to find Jean Carlo, but he's with a customer...20-30 minutes later, I show him the printout of the filepath that he previously refused to look at and ask if that's the filepath he followed because I'm still getting the error message. He tells me to hold on, takes the printout and goes to talk to someone. 5-10 minutes later Benjamin the manager approaches me and says that they can't follow specific filepaths, they can only flash phones with whatever software they have on their computers which are sent to them by Verizon.
I explain that this is a fix posted to the Verizon Website, by a Verizon Employee and am told that there is nothing they can do and that I should call tech support.
As soon as I got in my car I called 611 customer service to complain about the runaround that I had gotten which resulted in nothing being done to fix the problem that Verizon themselves created. The cs rep (whose name I didn't get) told me that it sounded like an issue for tech support. So my call to complain about getting the runaround results in getting more runaround.
I was transferred to Buddy. I explained everything to him, told him about this forum and asked him to pull it up. He was unable to because their computers are very slow and the page kept timing out before it could load (VERY TELLING). He did mention though that anyone could post on the forums that MikeS_VZW might not be a Verizon employee. Buddy's solution was that he offered to replace my new phone (old, out of stock model, but still new and never before used) with a "like new" refurb. This option would 1) not cost me anything, and 2) not require a contract extension. The only 3 phone choices he gave me are all garbage. I wouldn't take any of those phones if I was offered free service to use them. And even if I were willing to try one out to see if it was acceptable, I'd have to send them my Razr2, so I'd be stuck with the garbage once it proved to be garbage. And since he was unable to pull up this forum to see that there is a fix, I asked to speak to a supervisor.
I was then transferred to Brandon. While his computer was super slow as well, he was able to open the forum and see the filepath that MikeS_VZW had posted. I asked him to verify that we are in agreement that MikeS_VZW is (or at least was) a Verizon employee. He conceded that it appeared that he was. A lot of back and forth later, he promised to call stores in my area to see if he could find one that could and would be able to fix my phone. But before he did that, I asked him if he was able to open the filepath that MikeS_VZW had listed. He tried and said that it had been moved to a different location. He looked to for in that new location and still no luck. Therefore, if he wasn't able to find it, what was the point of asking a store to follow a path to a destination that didn't exist.
That 611 call lasted 02h 01m 31s. Plus the 45m-1h I spent in the Porter Ranch. All for nothing. All because Verizon has obsolete information posted in it's help forums.
There was a reply to a (now locked) post dated as recently as February 13, 2013, a mere month ago, saying that they went into a store in Columbus Ohio, and that store was able to fix the problem. Why does one hand not know what the other one is doing.
Is there anyone else that has had this issue resolved recently?
I have been a Verizon Wireless customer for over 10 years, since before it was called Verizon Wireless (I started with Airtouch). Slowly but surely, year by year, month by month, and day by day, their service, as in customer service (not wireless service) has steadily gone downhill. They do not care about their customers. They only care about their customers money.
I have 3 phones in service with Verizon, and as soon as the contract expires on the last one in July, I'm dropping them as fast as they drop calls in the canyons.
Q: Why create that update in 3/2011 that removed functionality from all the basic/non-smartphones?
A: Cashmoney*
By removing functionality you force your customers to upgrade their phones. (Cashmoney)
By forcing your customers to upgrade their phones you force your customers to sign new 2-year contracts. (Cashmoney)
By forcing your customers to sign new 2-year contracts when you basically offer nothing but smartphones, you effectively force your customers to switch to a smartphone. (Cashmoney)
By forcing your customers to switch to a smartphone you force your customers to add data plans. (Cashmoney)
Q: Why start charging a $30 upgrade fee when it used to be free to upgrade?
A: Cashmoney
Dear Verizon, may I please please pretty please pay you $30 for the privilege to continue paying you every month? (Cashmoney)
Q: Why eliminate the unlimited data plan and move to an obtusely structured tier system?
A: Cashmoney
Hey Verizon, do you think there's any way it's possible for me to pay you more, but get way less? Why don't you guys look into that and see what you can come up with. (Cashmoney)
*Cashmoney - Corporate translation: Added revenue stream
Note: all the tags relating to this post (i.e. no_help_from_customer_service, money_hungry_company, cancel_contract, cancel_service) were already created by other users prior to me.
>Subject line edited to remove profanity<
Message was edited by: Verizon Moderator

1. Jim, the only reason my phone is "obsolete" is because Verizon decided to make it "obsolete". Otherwise, it makes and receives calls and texts without issue.
2. We are not all customers here, Verizon employees are constantly posting on these boards.
3. There was a post on a previous thread by a customer who had the issue resolved. That post was dated February 13, 2013. https://community.verizonwireless.com/thread/493678?start=122&tstart=0
4. You, personally, might not need to know what every single person said in every single discussion, but I wanted the Verizon employees that troll these boards to see what >Comment Deleted<they put their customers through.
5. >Comment deleted<
Message was edited by: Verizon Moderator

Friendly Suggestion for VZW Customer Service

I have had Verizon for years. I have always paid my bill on arrival online, about three weeks early. Somehow I forgot to pay it on the first of October.
Today, for the first notice I received from VZW, I received a sharply worded note saying if I didn't pay immediately my service was subject to disconnect.
It might be a little friendlier to send a note, just past the due date, asking: "Did you forget?" instead of firing away with both barrels.
Jack Cain

1. Jim, the only reason my phone is "obsolete" is because Verizon decided to make it "obsolete". Otherwise, it makes and receives calls and texts without issue.
2. We are not all customers here, Verizon employees are constantly posting on these boards.
3. There was a post on a previous thread by a customer who had the issue resolved. That post was dated February 13, 2013. https://community.verizonwireless.com/thread/493678?start=122&tstart=0
4. You, personally, might not need to know what every single person said in every single discussion, but I wanted the Verizon employees that troll these boards to see what >Comment Deleted<they put their customers through.
5. >Comment deleted<
Message was edited by: Verizon Moderator

Why is VZW customer service so awful?

On 11/30 I ordered an iPhone 6 through the reseller at Costco because they had an $80 rebate for a qualified update. Although I didn't expect it soon, I checked on it at the store on 12/5, where they told me that it had been damaged in transit from VZW in Pennsylvania and delivery was refused by the reseller's warehouse, so it would probably be another 4-5 days. No big deal, but when I checked at the store today, there wasn't any more news. The order came from VZW and wasn't delivered to the reseller, so it's VZW's responsibility (it was likely broken by FedEx, but that's between VZW and FedEx.) The guy at the reseller's booth said I had to call VZW to cancel it. I called VZW in the store, but the guy on the phone couldn't tell me much of anything. The reseller offered to cancel (although I'd lose my rebate), so I asked them to check on it. When I got home, i saw the order on MyVerizon with the FedEx tracking number to the warehouse showing that it had been refused and a notation from FedEx to contact the shipper. Online chat said they couldn't do anything, and at that point I was ready for retention anyway. I was on the phone with "Adam" for an hour or more (I hung up once and he called back), during which time he said the reseller should have reordered (maybe, but they refused the damaged phone), said I should have bought it through them (the reseller's deal was better and I didn't have to wait an hour to talk to someone at their Costco booth), told me it wasn't VZW's fault (it's their phone until it hits the reseller, so yes, it is), kept saying it was a $750 phone and a claim had to be filed, and pretty much gave me service that was both rude and inept. However, he did offer to give me the same deal I'd get off the street if I cancelled the order and stayed with VZW and got a Droid Turbo - generous!
So, whatever dear VZW bots are trolling these comment threads - can you give me one reason why I should stay with you?

The phone was shipped by VZW and arrived damaged. If it had been damaged by the reseller after receipt, it would be their problem. However, it's between VZW and FedEx, and the FedEx tracking screen says "Damaged - delivery not completed" (which may mean it never left FedEx's facility near Seattle if they saw it was damaged). Regardless, FedEx is acting as VZW's agent. The reseller probably should have followed through to find out why a new phone wasn't sent, but VZW should have sent one as soon as it was clear that it didn't arrive - and if FedEx didn't return the iPhone's corpse to VZW after noting it was damaged, that's between VZW and FedEx.,
Regardless, the phone rep was bad. Really bad. Bad enough to alienate me when I don't have much of a network alternative at home apart from WI-Fi calling,

Wow. JUst wow. I take back my kudos to VZW customer service

So after calling in about my Droid Razr not working after recieving the 4.1.2 update, and recieving a CLN replacement that had the same issues; VZW Tier 2 told me they would send me a Droid Razr HD as a replacement. I was happy with that. The Razr HD was slated to arrive on on 05/03/13.
SInce then:
The Razr HD did not arrive on 05/03/13 so I called in. I was told it was coming MOnday, 05/06/13 and that due to the fact that I was leaving to travel that night, VZW would have it shipped Saturday 05/04/13.
I looked at the tracking number on 05/04/13 and saw it was not coming until 05/06/13 despite VZW stating it would arrive on Saturday. I chalked it up to a FedEx issue and told my wife to grab the device when it came in Monday.
Monday I check the tracking number to see if I could get an ETA on when FedEx would deliver it. To my surprise it says "NO delivery. SHipping back to sender". I call VZW to see if they can have FedEx hold the package

Looks like my post was cut off:
"Monday I check the tracking number to see if I could get an ETA on when FedEx would deliver it. To my surprise it says "NO delivery. Shipping back to sender". I call VZW to see if they can have FedEx hold the package....VZW puts me on hold, talks to FedEx and says they cannot. Neither FedEx nor VZW knows why it did not make a delivery attempt.
VZW tells me no problem, they will overnight another one and it will arrive 05/07/13. Package arrives, and is on my doorstep when I come back from work. I open the package to find another Original Razr. Same issues: No wiFi, no Bluetooth, glitches etc. I call VZW who tells me that the tech did not check a box to ship the Razr HD and they will ship me another Razr HD...once they have the one that never reached my house and the one I need to return to replace the original return.
I understand having two replacement devices in-route is an issue before they send a 3rd, but come on. I travel again later this week and have to keep trying to use a phone that keeps a charge for 1.5 hours, and does not connect to WiFi or BT? The two things I use it most for?

VZW Customer Service has become an EPIC FAIL

Here I am again spending another freaking night on the phone because a rep can't add the right feature code to my account. I had gotten sick of paying ridiculous amounts in international calling charges so I decided to add the discounted international calling feature to my account. The rep added I-dial so I can call international (I've already been calling international for over 2 freaking years now). Now I have to waste more time talking to a rep who isn't helpful and hold for a supervisor. Can't even eat dinner at 10:45 at night thanks to Verizon not adding the correct feature and failing to document the account. God, it never ends, just when you think your phone is starting to work after all the garbage problems, there's an issue with the plan.

After over an hour on the phone (most of that time on hold) I spoke with a supervisor who had no idea who I was. She actually listened, put the correct feature on the account and adjusted the overages. At least I can go to sleep now.

Horrible Customer Service! And a 33 month old BB problem continues to exist!

I have been a Verizon Wireless Customer for over 7 years. I have been a Blackberry user for even longer. In November of 2008, I switched my Blackberry World phone for the then new, Blackberry Storm. I kept my same phone number, had no previous problems with the World phone or any calling issues, etc. I just thought I might like the latest and greatest. Almost immediately after getting the Storm, I started getting these strange 1 way audio problems. When I say 1 way audio, I mean, I could here the other person on the end of the line, but they could no longer here me. It was strange and it happened infrequently. After about two weeks of having the storm, I decided that I really did hate not having the qwerty keyboard and so I took the storm back and got the BB Curve. Again, noticed that I had the same 1 way audio problems and contacted VZW customer service. After sending me out a new phone and several customer service calls, VZW opened a trouble tickets. It was never resolved and conveniently closed, with Verizon saying they could not duplicate the problem. I was not experiencing dropped calls. I still had full bars, was still connected to the party on the other end of the line and it was happening in a bunch of different places. I went thru this with the Storm, the Curve, the Tour and the Bold, all with this same sporadic one way audio, all with multiple different Blackberries being sent out to me, because Verizon was sure it was the Blackberry and not them! Customer service suggested, on many occasions, that I switch my phone number. WHY??? It didn't happen the first 3 years I had the phone number. They also, had the audacity to suggest that I switch to a different platform. HUH??? All of the sudden, I'm the only one in the neighborhood, who cannot have a blackberry phone, because it just no longer works for me???? Numerous tickets were open and no one would ever get back to me. I couldn't get a VZW Tech to call me back if my life depended on it. Call with one way audio were hounding me and VZW told me to mark my calls, where this happened. Did all of that and they still couldn't find the problem. The one way audio even happened when I was on one of the many calls to a Verizon Tech....yet they still could not "duplicate" my problem. To this very day, they still have not found a solution. After many months of dealing with Verizon (or not dealing with them, because they wouldn't call back) and researching new phones, I decided today, to try out an Android platform phone, just to stop the madness. I called VZW and told them which phone I wanted (I needed something that would have a long battery life, had good reviews, etc) and they told me that I could NOT have the Motorola Android 3, but I would have to take a reconditioned Droid Pro instead. I explained to them in no uncertain terms, that I was unwilling to pay for this change, as it's been an ongoing issue, that Verizon failed to ever fix or even acknowledge. While I was getting stuck with a phone that I really don't want, I was completely tired of dealing with these issues, Verizon and my understandably irritated customers. After the phone order was placed, the Verizon Customer Service guy, tells me that I have to return my Blackberry, within 10 business days or I would be charged for it. WAIT!!!! I don't even really want to change to an Android phone, I just want to try one out and see if this is going to give me the same issues as the BB. Why do I have to return the Blackberry? And why did Customer Service wait until we were almost finished with the conversation to unleash that little bit of information?? I would have never agreed to getting an Android, should I have known they were going to make me give up my BB too. No, I don't want the Android phone just to have an Android. I want Verizon to figure out what is wrong with my phone in the first place, but it's not going to happen!!!! So, I was really left with no alternative, but to try another phone. I have never gotten any compensation, in the almost 3 years this problem has been going on. I have not asked for anything, except for Verizon to fix an issue that is clearly their problem. We have another Verizon phone in our house and another line somewhere else and we have no problems with the other phones. I have had at least 10 different blackberries in the last 33 months and all have had the same issue. Quit blaming the phone VERIZON. Don't ask your customers to give up their phone numbers and change platforms, all because of your incompetence. I NEVER write reviews or go into any kind of forums, etc., but I've had it!! Customer Service ignores the issues. I didn't even know that any of the tickets were closed, until I called back with a ticket number, only to find out that the issue was unresolved and because of this, they had closed yet another ticket. To me, the fact they are making me return my Blackberry, just to try out another phone, is beyond comprehension. To top it all off, at the end of each of the conversations, the guy had the nerve to ask me if all of my needs were met, due to the issue. Lol! Yeah, they were all met! Why ask that question to someone you know that is completely ticked off at you????

Pepsio07 wrote:
I'm sorry, but when does swaping from a Blackberry Bold to an Droid Pro (certified pre-owned) qualify as an upgrade?
Secondly, I've had my phone number for over 7 years. It worked just fine for over 3 of those years. Why should I have to give up my phone number? It's not only a personal number, but a business number as well. I have more than worked with Verizon to figure out this problem. Done way more than my share and for anyone to say that I'm unwilling to work with them is beyond belief. I have marked every single call that has gone bad. I have turned off my phone for a period, to see if it was the network. I have switched Blackberry's numerious times. Why does everyone just jump to changing a phone number? Say I did this. What are they going to do with that phone number? It goes right back out there for someone else to have. That's what Verizon told me. If that's the case and the next person who picks it up has no problem, then it wasn't the phone, or me, or the number.
Oh, and Verizon has spent a lot of money trying to fix my problem?? Well, I've spent a ton of money myself, paying for a phone that doesn't work, time and energy switching from Blackberry to Blackberry, and not even mentioning the amount of time I've spent trying to figure out this problem, to no avail!
If something didn't work for 4 years I would be willing to try something else. Then again I don't run a business from a cell phone..

Horrible Customer Service/Complaint

I went to the Verizon Wireless store located at
4001 Virginia Beach Blvd, Ste 105, Virginia Beach, VA.
My phone was not charging. As I went into the store they stated no need to check in because there was no wait. A bunch of reps sitting around doing what exactly NOTHING and I still waited 10 min. I watched another customer come in purchase and leave before me. Finally a rep who was what appears to "looking busy" asked what I needed help with. I explained phone was not charging and brought in BOTH of my chargers for the phone. He decides to take phone to plug into his charger to see if it works. At this time I don't know if he plug in charger or not, he comes back and says "BECAUSE YOUR SCREEN IS CRACK we CAN'T do ANYTHING with your phone". Okay cool, My next question, what does the screen have to do with it charging? Screen crack is not bad, phone fully functional and the only problem was it was not charging. I was advised to file a claim for insurance or better yet, TAKE MY WIFE'S phone battery out of her phone charge and put battery back in my phone? REALLY? I advised that was the dumbest **** thing ever and how do you even know it is not the wall chargers. Once again I was told "well we can't do anything because of physical damage to phone". Let's not mention the fact that I have been to the same store twice before for phone issues with the same crack screen and NEVER EVER WAS TOLD THIS BEFORE!!!!!!! What should I give this too, POOR CUSTOMER SERVICE, MISCOMMUNICATION or just ONE LAZY SLACK *** EMPLOYEE WHO CUSTOMER SERVICE SKILLS is A WASTE OF TIME. If that is the way he is then VERIZON is CLEARLY wasting MONEY on this guy! I leave the store and call customer service where I spoke with a rep who was shock at the treatment in store and help me OVER THE PHONE and DETERMINED it was the wall chargers that are not working CORRECTLY! How does this look. I bet if I would have went into the store and said I WANT TO BUY A PHONE, I could have pick line all the reps up and they probably would have put in a bid to help me! Broken phone, "GET HIM OUT THE STORE BY WHATEVER MEANS NECESSARY!" You have to love face to face customer service that is poor as that employee. Oh no, I didn't get his name and I can describe him, however I don't want come off rude or a as some sensitive people might think I am racist! If he would have taken the time to handle the situation properly we wouldn't be where we are right now. A loyal customer for over 10 years and would leave Verizon for this poor excuse of a rep! Terrible!

If you find an email or address I would love to know about it.
I traded my brand new iPhone 4s for a $200 gift card I never received. I have been waiting a year now for a $300 Credit because a store manager charged me rather than deducting for a returned tablet. The VZW ware house has received my trade in iPhone which I have proof from the USPS I have the proof of delivery but I was charged for not returning my phone. I have spent over 100 hours calling almost daily to VZW Customer Service and EVERY SINGLE REP has said they will call me back and never do. This past Sunday I got a Supervisor that told me she would get the answers and contact me no later than today at 12:30 no matter what and I received no returned call yet again. 3 bill cycles ago I had an almost $600 dollar Credit on my account according to VS in our local store and my bedt Bill said I owed $1000, this law bill due this week was for $1300 yet I bought NOTHING.
I have warned VZW for the last week to get their crap together or I was leaving Verizon after 8 years and that I will NOT pay the bill and still they sit on their thumbs ignoring me.
From a HUGE Credit to a $1300 Bill because my returned device got there yet disappeared once it got to their warehouse so I am being charged for an iPhone 5s that I just used to edge up????
Verizon has gone down hill badly and I will be going to US Cellular with my "9" lines of service.
Tomorrow, I am filing a complaint with the Better Business Bureau because even the store here has been calling CS because THEY can see there is a huge problem with no fault on my part.

Can we trust customer service?

Hopefully someone from VZW can help me, otherwise this will be another complaint against VZW.
When I had purchased a new phone (outside VZW), I had contacted VZW customer service to inquire about waiving my activation/upgrade fee of $30. When I talked to the rep, I mentioned that I have been a subscriber for well over 10 years and was wondering if they could help. Well, he said thank you for being a long time customer and said that he can help with that. At the time, he told me that it shoudl be no problem and that that they also had a promo around Christmas time that it would be waived. How it was communicated to me was the the fee could waived when I activated. I had asked the rep to note it my accocunt and call history and he said OK.
Well, not that I get my bill, I saw the $30 charge (along with the taxes and surcharges associated with this $30). I was called customer service and also talked to a supervisor and they were not able to waive the charge. Apparently, the first rep I talked to around Christmas time noted it on my account that it would only be waived if I activated by 12/24....it was communicated differently to me. I activated that phone 12/27.
I'm just very disappointed that there is no other avenue for someone to help, especially since I have been pretty loyal to VZW. I'm also disappointed that they did away with the email inquiry and support (I used to email them and they would get back to me right away and with very favorable resolution)...there was a time when their support did help me and did take into account my loyalty and all my on-time payments. I have 5 lines on a family plan and slowly, I am adding data to each line (not all of them have it...yet).
But if this is the model that VZW is heading (or already there), it doesn't make any difference which company to go to. Just go with the cheapest company, i suppose. For me, I can afford to since I live in an area that has coverage from the major cell providers.
Verizon, if you can help, feel free to respond to this to see what you can do. It's not like I am always disputing this or that....just been paying my bills on time. I have no problem paying for things that I signed up for, but the fact that the customer rep said one thing and "gave the impression" that the fee would be waived, I feel disappointed and not given accurate information.
Thanks for hearing the rant.

I get what you're saying, and I understand that I will have to pay the fee, but the fact that I called specifically asking if it could be done and was told explicitly that they could waive it. Also told me that he couldn't waive it unless it was charged already (which I have not activated yet). Now, you can argue that this isn't part of the contract...but the fact that I called specifically asking about it and the representative told me "yes" and that it shouldn't be a problem. After he said that, he also checked on promotions and said that they are waived it until the 24th. I asked him to make sure to document our conversation, which he complied, but I guess he only documented half the conversation.
So I guess what you're saying is that the customer service representatives don't necessarily have to give accurate information? He had time to find out...I was on hold when he went to ask about it. This misinformation is a reflection on Verizon as a company. I suppose that's the problem with customer service these days and with a lot of these large companies.
It never hurts to ask for anything, but if he had said at first that they couldn't do it and it would only be waived during a certain period, I would have activated by then. But I told him my intent on activating right after Christmas....the rep told me that he documented our conversation and it should not be a problem.
I've had times where my phone inadvertently used data (before data plans became the norm) and a simple call to customer service took care of those charges, which was a "bend" from the contract.
As for entitlements....sometimes it's good to have it. Do they have to? Of course not....but could they? They could to keep business. I routinely give my business to the companies that have treated me well...even given me perks (hotels, car rental, restaurants, etc).
Contract does not excuse being okay to give out wrong information.

Terrible customer service and relations

In January of this year my wife and I switched back to Verizon from StraightTalk. I purchased the Droid Turbo and she purchased the IPhone. Shortly after getting our new phones, I made the dumb mistake of laying my phone on the back of my truck and drove down the road. When I realized what I had done, it was too late. My phone had already fallen off and had been smashed. I had not purchased the insurance for the phone so I knew I was going to have to foot the bill since we were on the Edge plan. After confirming this with VZW, I paid the $635.99 on February 10, 2015 at Z Wireless in Everett, PA to buy out my contract. I was then told that I would have to wait for the billing cycle to roll around, which was only a couple of days, to get a new Turbo on the Edge plan. I went back to the store once the bill posted to get my Turbo. They tried to scan the phone but their screen would not let the transaction go through. They then contacted VZW to see why. I was then told that I had to wait 30 days because of policy. I then went back to the store on March 10, 2015 to get my Turbo as instructed by VZW customer service. After arriving at the store, we had the same problems as before. The store was told by VZW that it had to be a full 30 days and that I could get my Turbo on March 11, 2015. So on March 11, I went back to the store, as instructed by VZW customer service, to get my Turbo. Once again, the transaction would not go through. The store contacted VZW to see what the problem was this time. I was then told that VZW had not posted my payment until February 16, 2015 and that the 30 days did not start until then. I paid the $635.99 on February 10, 2015 and it came out of my bank account on February 12, 2015. I then personally contacted VZW to voice my displeasure and to see if there was anything that could be done. After talking with several customer service representatives, it was obvious that I was now going to have to wait until March 16 to get my Turbo. So on March 16, 2015, I contacted VZW before I made another trip to the store to get my phone. The VZW customer service representative assured me that I was able to get my phone today. I then made another trip to the store to finally get my phone. Wrong! After once again trying to scan my phone, the store manager had another message come up on her screen. She then contacted VZW once again to see what the problem was. I was now told that it could take up to 60 days to get my Turbo because there is something wrong with the VZW computer network. Even though I am now supposedly eligible for the Edge, I still cannot get it because of a problem with the VZW computer system. So, as of 11:43 am on March 19, 2015 I am still without the Turbo. I cannot for the life of me see how and why it takes this long to get a cell phone. I understand policy and procedures, but it is a cell phone, not some national security issue. In all my conversations with the customer service at VZW, about all I can get is the standard " yes I will help you get this resolved" and then the " I am sorry, there is nothing we can do but we appreciate you choosing VZW". I so very much regret leaving StraightTalk and choosing VZW. I am tired of calling customer service and nobody knows when I can get the Turbo except it was 30 days and now its 60 days. After our contract is up, I can promise VZW will never see another penny of my money. I know one customer is not going to break your company but I am very highly UNSATISFIED with the entire VZW company. If there is anything that you can do to expedite or resolve this process I would very much appreciate it. I hope that this does not fall on deaf ears or just get deleted. I look forward to your response

Wow, I can certainly understand why you would be so frustrated lastchancewithvzw. We want our Edge program to be an easy process to customers and I apologize you have not experienced that recently. I would like to clarify the buy out process with our Edge program. The 60 day time frame to enter a new Edge agreement is correct. The Edge buyout amount is shown on the bill the same day. However, they payment is not applied to the account after one bill cycle to ensure there the payment is not reversed or disputed. I apologize about the confusion caused. Thank You, MichelleS_VZW Follow us on Twitter @VZWSupport If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

Where is the customer service from VZW

Since February 19th I have been trying to Early Edge by eligible phone line and have been unsuccessful through the current day. What I finally got from Verizon Wireless after a 4th visit to the store was that there was a glitch in the Verizon Wireless software that controls validating that a device installment plan has fallen off and it is now eligible to enter a new device installment plan or edge agreement.
First on February 19th they told me it takes 24-48 business hours for the account to update so I got back to the store to find out that I still can't upgrade. Then they supposedly discovered that I had to wait until the new billing cycle so that was the reason why I couldn’t complete the early upgrade. The new billing cycle comes and goes as of the 7th and with no luck still not able to early edge because it still shows an outstanding device loan on my account, which was paid off completely on February 19th. They even confirm it in their system but it wont let them remove it. Now this is all while the special device that was being held for me (Gold Verizon Note 3) was sold without anyone contacting me to let me know. This was after they promised to hold it back in February until my new billing cycle, which in theory should have been the date I could complete the early edge agreement.
So the store manager works and finds a store that’s willing to send him a gold note 3 that they have in inventory. I made customer service over the phone and in the store promise that the device would be held until it could be added to my account. Because the last time the store made the promise they sold the device and didn’t tell me. They didn’t even give me the courtesy of saying we had to sell it but we will work to have another in for you ASAP. This is the abbreviated version of my still lingering frustration with Verizon because it is now March 14, 2014; 7 days past the start of my new billing cycle and they still have not fixed the problem.
See below for more details that I sent to one of their customer service representatives via email:
Sent on March 12, 2014 at 11:18 AM
As I told you by phone I have been trying to make the change in device and use the early edge program since February 19th to no avail. I want to more due diligence from Verizon Wireless when dealing with loyal customers. You guys use to have a statement of “The First Time You Call It Becomes Our Problem.” It seems that Verizon Wireless has done away with this mantra and replaced it with “No Matter How Many Times The Customer Comes In or Calls; It Remains the Customers Problem.” I have physically been into the store 4 times each time spending more than an hour sometimes 2 hours or more trying to find out what was going on with my account. I see that Verizon Wireless not only has a tendency to bounce its customers around from department to department over the phone but that they also do this to their store employees. I believe my total years with Verizon Wireless is in excess of 10 as I started with Verizon just after the purchase of Primeco in the Daytona Beach Area. I have found that as Verizon Wireless grows my experiences have become less and less stellar and more of a pain point. I am a business and management faculty as well as a college administrator so I spend my days teaching others how to become great entrepreneurs and even greater organizations that serve the greater good. One of my focuses is on customer services and the relations of the enterprise. What I see is a company that has grown so big so fast that they have forgotten the cornerstone upon which their success was built.
I hope that my message somehow makes it into a training that Verizon Wireless holds with its employees to remind them that you are a service organization that would not exist without customers. This means that you return to your original mantra of taking on the responsibility for issues the first time a customer calls and not the 4th or 5th or even after they threatened to pick up the pin and publish journal articles or periodicals about the lax services of an organization to big to fail. This also means that Verizon Wireless shouldn’t launch a program until they have "within reason" reviewed all possible scenarios. It would seem that my particular scenario is not one that is so farfetched that it could not have been played out and properly addressed before it ever hit “main street”.
In one of my classes I started teaching Customer Service 3.0 Predictive Services with Drive. I designed this series to anticipate the customers needs based on recognizable patterns in their behavior. This is not a new concept its just one that has been revived from the past. One that Verizon Wireless should actively deploy across its operation. Long-standing customers have certain behavioral trends that can be categorized into a number of vats. The most important lesson in my most recent interactions with Verizon Wireless that have soured my relationship is that no one within Verizon Wireless is willing to own mistakes until the customer explodes. A simple phone call well in advance of the 7th of March could have fixed my biggest issue with Verizon Wireless and the local store in Daytona Beach. A phone that was being held for me was sold and no one bother to call me. The store made good by calling other locations to find that exact same phone and got it shipped and available on Monday but there is still something fundamentally wrong with not being accountable to the customer. When did this become the rule rather than an unacceptable exception to the rule? If the district manager was in fact the person that made the decision to pull the phone and sell it to someone else then the district manager should have acted within the acceptable bounds of “Good Customer Service” and personally called the customer. Our rank within an organization does not negate our responsibilities to admit ownership of our decision(s) even if there are consequences.
I heard that another employee ordered the same phone from a Verizon store in Tampa and had been waiting and apparently they didn’t know whose phone came in. I know that this was a bunch of lip service because the phone that was ordered for me came from within the district and it was setup so that an employee could pick it up the next day and bring it to the store. I know it was the phone that was meant for me because I was in the store that next day which was the first day we tried to activate the phone and learned that I had to wait until the new billing cycle. Don’t try and insult a customers intelligence because you only serve to make a mild situation even worse. I was in the store when the the location that had the phone was called and it was staged for pickup by an employee that lived in the area but worked at the Daytona location. My trust in an organization that would pull such a stunt and think that I would actually believe it drops lower than the approval rating currently held by the US Congress. Lie to me and our relationship becomes nothing more than a guarded transactional one.
My trust in Verizon Wireless has been destroyed by the actions of a district manager. It does not matter how much effort the store manager Angel or even yourself have put into making it right the fact still remains there is a fundamental wrong that only the district manager could hope to fix through a written apology. Because this person elected not to do so my resolve in no longer being a strong promoter of Verizon Wireless among peers and students is gone. Because I now perceive Verizon Wireless to be disloyal to its customers and unwilling to admit fault. You cannot offer apologies for the actions of a district manager nor can the store manager. It would be the equivalent of me denying some student privileges that he/she was promised and passing it off on someone else because I don’t feel I should have to be bothered with it.
It is my hopes that Verizon Wireless returns to its fundamentals of quality customer service not just on the surface but also at the very roots of the organization. The cost to acquire a new customer is much higher than the cost to retain an existing customer. There are 112 textbooks that echo this sentiment.
The 112 books was an exaggeration I can only physically put my hand on 13 that are on my bookshelves.

Nicely written, but alas it will fall on deaf ears and blind eyes.
The problem here is not the store manager, the district manager or the untrained personnel in the stores. It comes down to supply and demand and the act of securing customers.
You wanted to stay with Verizon, you were willing to purchase another device, the relationship is then you are purchasing goods or services to remain a customer. The snafu is your account was not updated. Then because the people you spoke to did not have an answer for the situation, they lied to you.
Not a good business decision on the face of it, however after being lied to, after having your device sold out from under you, your decision is now to proceed to get that device replaced and remain a customer.
The long tirade you wrote is more effective if you simply cancelled your relationship with Verizon Wireless and show you are a informed consumer via walking to another service who may value your money more. You will note I did not say 'Value You More" since over the last few years customer services have rapidly declined at Verizon Wireless.
Profits for the shareholders ( yep my wife and I own a load of Verizon stock) and insane payments to the management are now focused on making money over the slight annoyances of a small minority of customers with varied issues.
You see 120 Million customers is what they are looking at. The shear numbers mean a few hundred thousand customers leaving or posting how unhappy they are is minuscule so until that 120 Million drop down to 60 Million or even less Verizon Wireless will not be in any hurry to placate you or 59,000,999 customers until the bottom line is affected.
I hope you actually get your device, I would be very surprised if they tell you another story on Monday which 100 text books would not have any bearing on taking care of the customers.
Many times people can teach but in real life the world is not a text book. There are no flow charts to handle the scenario that get in the way.
Good Luck

VZW Promised No Activation Fee, FAILED and now finger pointing between VZW store & customer service

I signed up for 2 samsung galazy S3 phones at the verizon store where I live. I was promised no action fee since I was an existing customer. I called the store numerous times, when they do answer they tell me to call customer service. When I call customer service they tell me I need to call the store!!
All I get is apologies and NOTHING done to properly credit me back those fees!
This is an outrage and I dont think I can honestly recommend verizon wireless to anyone!! I will be tweeting and blogging about this for along time!!

angryverizoncustomer123 wrote:
Funny joke, but the truth is that I left because of poor coverage where I live. It's out in a rural area where there are lots of horses and farm animals (I am sure you are used to being around those).
Hilarious joke about your farm animals. The truth is I wasn't joking, but now that you have cleared up your reason for leaving AT&T, another question comes to mind.
Why would you return to poor coverage just to save a $30 upgrade fee, especially when AT&T also has their own activation/upgrade fee for contract purchase/renewals?

I am having an issue regarding a placed order via customer service department

I recently relocated to Anchorage Alaska as part of a permanent change of station per the United States Air Force. I was initially located on the East Coast in the lower 48 and at the time of activating my contract I had purchased two separate Iphone 4 devices. I also recently went in to a store in February to purchase a Nexus 7 as well.
Upon arrival in Anchorage I had multiple issues regarding the Iphone 4 devices including being unable to send and receive text messages & imessages, unable to make phone calls, dropped phone calls, unable to utilize GPS, as well as not being able to access general account information and use anything related to web browsing or data usage. It was determined that because the Iphone 4 operates on the 3g network and Verizon does not have a 3g network in Alaska, as a result I was utilizing an extended service network from another carrier. As a result of this I am only able to use my Iphone 4 devices while connected to my wi-fi network while within my home, which is totally unacceptable.
I was not made aware that I would be dealing with this when I moved to Alaska and inquired as the the use of the devices I currently owned prior to purchasing the tablet. I was assured by three separate store employees one of which being a manager that all devices would function at 100% efficiency including the Iphone 4s. In fact I was recently billed 350$ for roaming charges last month, which prompted me to speak with a representative via the online chat regarding the significant increase she said that she was unable to process any sort of credit to the account regardless of what I had been told at a local Verizon store where I purchased the tablet.
As a result of all of these mishaps since arriving here in Alaska I determined I was in need of newer devices that utilize the 4G LTE network currently provided by Verizon in Alaska. I know for a fact that the 4G LTE works great up here because my Nexus 7 tablet runs flawlessly and does not incur roaming charges when utilizing the 4G LTE network.
Yesterday I attempted to contact Verizon through the live chat feature regarding upgrading two of the devices on my account. The live chat representative immediately asked me when my upgrade date was. Upon telling her my upgrade date 9/29/2014 she told me I should contact the customer service department as I might be eligible for an early upgrade. I then proceeded to contact the customer service department using my Iphone 4.
My attempt to speak to anyone in the customer service department resulted in a merry-go-round of being put on hold 6 separate times by two different employees, both of which had me wait for more than an hour while they attempted to speak to a manager to gain approval for an early upgrade. The first rep seemed almost sure she would be able to have my devices upgraded early especially considering the issues I was having regarding service.
The second rep seemed newer and was very dodgy about my questions and was very unwilling to help at first. He even mentioned that I had been a Verizon customer for almost two years, had never missed a single payment and had outstanding account history which should have garnered some sort of importance to the level of my request. But I digress, during this time I was disconnected from the call twice from each separate representative.
Both reps assured me they would call me back, I never did get a call back from either one of those reps and I was becoming very frustrated having waited four hours trying to find some sort of solution to my current predicament.
After waiting an hour for the second representative to call back I grew impatient and contacted the customer service department, was put on hold again, and finally reached a third customer service representative who was able to provide a solution for me.
I explained everything I had been dealing with to Cory ID # V0PAC61, both regarding the phones, the issue of the level of service I was receiving, the dire need for working devices and the multiple times I had been disconnected. I explained to him as a result of these issues I was certainly considering switching to a different provider, a local provider even who could provide me the adequate service that I require for my mobile devices.
I explained to Cory that I had been with Verizon for almost two years, and I had been on a relatives account prior to owning my own Verizon account and had never received this kind of treatment when trying to work towards a simple solution. Cory proceeded to tell me he needed to put me on hold to see if there was anything that could be done regarding the upgrades of the device considering all of the trouble I had been dealing with.
After Cory reconnected with me in the phone call he was able to successfully reach a solution by allowing me to upgrade my devices. We conversed about the options available and I eventually decided to upgrade both Iphone 4 devices to Moto X devices as we determined those would be sufficient for my needs while in Alaska. I also proceeded to add two Otter Box Defender cases to the order so that the devices would have sufficient protection. Cory inquired as to whether or not I would like to purchase insurance for the phones as well and I opted for the $5.00 monthly insurance which including damage and water protection.
Cory explained to me the grand total for the devices which included an activation fee of $35.00 for each device, $49.99 for each Otter Box case, and an additional $50.00 for each device which would be refunded as a rebate upon receipt of the devices and activation, a rebate that I would be required to submit. Cory explained to me that the devices would most likely arrive Tuesday of 6/17 and no later than Wednesday 6/18.
Cory took my shipping information and told me everything was all set and the only thing left to do was to transfer me to the automated service so that I could accept the 2 year agreement for both devices. I thanked him very much, took his name and ID# so that I might leave positive feedback about his exemplary customer service and was then transferred to the automated service.
Once transferred to the automated service I was then prompted to enter both telephone numbers for the devices that would be upgraded, I was then required to accept the new 2 year agreement for both devices and after doing so I was required to end the call. I did so in an orderly fashion and expected a confirmation # to arrive in my email regarding the placed order.
I have never received a confirmation email. I decided to sleep on it and assumed a confirmation email would be sent sometime tomorrow. Nothing has since been received however. I woke up early this morning around 6AM Alaska time to speak to another live chat representative, Bryan, in the billing department who assured me the order was currently processing and verified the order #. I asked him whether or not it was typical for a customer to not receive a confirmation email for an order placed and he said it can sometimes take up to 2-3 business days. He then stated that he had taken note of the issues I was experiencing and told me he would transfer me to the sales department as they would be able to provide more information regarding the shipment of both devices and a confirmation email, as he stated he did not want me to have to wait any longer than necessary to receive said devices.
I was then transferred to Devon in the sales department via the live chat service where I was then required to repeat everything I had said to both Bryan and the other representatives I had spoken too. After a lengthy discussion and repeating everything I have just wrote he told me the order was indeed processing and that he would send a confirmation email in the next 30 minutes.
That was 2 hours ago. It is now 8am Alaska time and I still have not received a confirmation email regarding my order. I was sent an email by Verizon an hour ago stating I had a device to "discover". The email contained no information regarding the shipment of my device, the order confirmation number, or anything regarding my account. The email I received was a typical spam email asking an individual to check out the current available phones and sign up for a new contract.
All I want is a confirmation email to assure that the devices are being sent. I need my phone for work and to communicate with my family in the lower 48. I desperately need to make sure that the device is in fact being sent to the proper address, this is why a confirmation email of the order is so important. I do not care about the shipping speed I just want what I ask to be taken care of for a change. I would hate to sit here unable to determine what the status of my devices are only for the order to be stuck in "processing" limbo and be unable to receive the devices when I was told they would be sent.
I feel I have been given the run around treatment way more than is typically given with any company when an individual is trying to work towards a solution. I have been patient and cordial with everyone I have spoken with, I have not raised my voice or shown stress or anger towards the situation I have only tried my best to work towards a solution with anyone I have spoken too but I am becoming increasingly frustrated with this situation.
Any help regarding this matter would be greatly appreciated. This situation has left a sour taste in my mouth and if the devices were indeed not actually processed in an order, or they were not shipped correctly, or in fact if the order had never existed at all it will only deter me from keeping my Verizon account active and affect my decision to switch to another provider.

Hello APVzW, we absolutely want the best path to resolution. My apologies for multiple attempts of replacing the device. We'd like to verify the order information and see if we can locate the tracking number. Please send a direct message with the order number so we can dive deeper. Here's steps to send a direct message: http://vz.to/1b8XnPy We look forward to hearing from you soon.
WiltonA_VZW
VZW Support
Follow us on twitter @VZWSupport

Anyone know how to contact anyone in Verizon headquarters? Since I'm not getting anywhere with Customer Service

I'd like to express how unsatisfied we have been with Verizon on an issue that has been ongoing now since March 14, 2014. It involves an upgrade on one of our lines. After all these months, phone call with customer service, Tech support, and visits to a Verizon stores, I would hope that there are ample notation on our acct but since I've had to explain the situation on a bi-weekly time frame, I would assume that no one has documented any contacts.
We've been with Verizon for few yrs now and I have always been very satisfied with Verizon who, up until now , always provided excellent customer service in their knowledge, concern, and customer satisfaction. But I have to say, every positive outlook I've had with your company has been wiped clean with the worst service we have received in the last few months.
We upgraded my daughter's phone on 03-14-14 with a Samsung Galaxy Mini from an Iphone 4s. Within 24 hrs, the phone failed. After 2 visits to a Verizon store the next day which took 6 hrs, we still had to return the next day to speak to a manager. The 2 stores advised us to make a CLAIM on the defective phone thru our insurance plan with Verizon. A CLAIM on a 24 hr old phone!! A 3rd visit with a manager finally convinced him to replace the phone with another new phone at the store. Within 2 weeks - issues began to occur with the replacement phone. Several visits more, several calls more with Customer Service, several calls more with tech support which adds up to soooo many of our time taken up to simple have temporary "fixes" is outrageous. If I billed Verizon for my time, perhaps the situation would have been resolved more quickly. Each visit lasts approx 2 hrs, each phone call approx 1-1 1/2 hrs. We are talking at least 2x a month for the course of 5 1/2 months. Plus the time it takes to get the phone back to where she needs it - contacts, apps, internet.
Not once were we offered a new phone or replace the phone. Not until today. Replace the phone with the same phone that my daughter has grown to hate. So basically a 3rd phone - same phone. She is not interested in this phone any longer. She dealt with this phone model for far too long.
Today we were offered to replace the phone with same phone, or pay for a refurbished Iphone 4. So basically she would be going back to her original Iphone 4s before the upgraded WITH a cost. So her upgrade was wasted, we'd paid over $200 for a defective phone, and would need to pay for an even older model Iphone 4 and have to pay for it. Why wasn't she offered a different phone within those 30 days after the upgrade and 6 visits?
Every rep at the stores, every rep in tech support would provide a different reason for the issue. Finally, tech support advised not to download apps. WHAT GOOD IS A SMARTPHONE IF YOU CAN'T HAVE APPS??? We are talking about a 20 yrs college student who attends school in another state. Do you know the trouble she has to go thru to visit a store? To find 2 hrs between being a full time student with 2 jobs to sit on the phone with a tech support or go to a Verizon store? Once-ok Twice-maybe BUT for 5 months?
She's not eligible for an upgrade. She will be stuck with a phone that she had grown to hate. And I with customer service which I've grown to hate.
Finally, The Edge. Trying to find a way to make my daughter happy, I spoke with 4 representative today about the Edge. Each rep gave me 4 different information. 1st rep advised Edge phone could not be used on another line so I could not use a line eligible for the Edge and give that phone to my daughter since she isn't eligible for the Edge. 2nd rep advised that although new phone thru edge must be used by same number that it was eligible for, we could use the current phone o that line for my daughter. My son currently has an Iphone 5 and is eligible for the Edge early upgrade. He would not have to return his Iphone 5 so my daughter could use it. However, all the lines would have to go to the More Everything Plan and share the Data between all our phone lines. 3rd rep advised the cost would almost double from our current $358 to go to the More Everything Plan so suggested to have 2 accounts vs just 1. 4th rep advised not every line needs to go the More Everything Plan, we could not keep the current phone, and my daughter could get a replacement phone but same phone or made exception to offer the Edge early upgrade to my daughter but only after we go thru the replacement program because the phone we send to Verizon has to be in good working order/no defects.
After 5 1/2 months, it is now Verizon that is indicating that we have a defective phone and can't accept it thru the Edge program or we would get billed approx $299 for a defective phone. After 5 1/2 months of me calling in about a defective phone that not one rep replaced because they "fixed" the problem ( by the way, a temporary fix is not fixing, if it was fixed I would have made those calls today or writing this email), I am now being told her phone is defective. She advised to get a replacement phone first, return the old phone, activate the new phone, then call in to get the Edge early upgrade. So my daughter would have to do all this, plus add contacts back, apps and whatever else she needs to use her phone just to turn around a couple weeks later and do it all over again with the new phone thru the Edge program. Once again, we are the ones having to be inconvenienced and go thru all these steps. Did I mention she is going to be studying abroad in Italy beginning Nov? So the idea of having to wait 2-3 weeks for a new phone and having only a week or 2 to test the phone to make sure it's working properly before she's out of the country doesn't sound appealing to me. Verizon has made us have a defective phone for 5 months advising it's in good working order after each and every "fix" but Verizon will not accept that phone if returned in the same condition as a phone in good working condition. Do you see the irony in that?
I have reached my limit and after 5 yrs of my brother in law trying to convince us to switch to AT&T where he works in their Corporate Office, I can honestly say I will not be sad to leave Verizon. Especially when one of your reps simply provided me with the contract end dates to provide to AT&T because they offered to buy out our contract. No effort in customer retention what so ever. That was a phone call on Thursday.
And yes, one of your tech reps tried to convince me of all the hassle it would be to switch and time AT&T would take to buy out our contracts but honestly it was the pot calling the kettle. I am not in the position to discuss hassle and time after 5 months of getting that with Verizon. Did I mention it's my brother in law so we would be getting special treatment and no out of pocket expenses to switch. It was my loyalty and satisfaction with Verizon that has kept me from switching all these years. Something Verizon clearly does not appreciate.
So can you guess where I am with confidence that your customer service department is knowledgable about the plans/offers? Where I am that I can trust what I'm being told?
I know this email is confusing and really hard to understand...perhaps now you will know how i've been feeling--lost and confused with all the mis-information, with a hit and miss phone, and out of time with all the 1 1/2 hr to 2 hrs EACH wasted on this issue.
On top of all this, I can't even find out how to file a complaint with anyone higher up than Customer Service.

Jneklason wrote:
~snip~
I know this email is confusing and really hard to understand...perhaps now you will know how i've been feeling--lost and confused with all the mis-information, with a hit and miss phone, and out of time with all the 1 1/2 hr to 2 hrs EACH wasted on this issue.
On top of all this, I can't even find out how to file a complaint with anyone higher up than Customer Service.
I hate to tell you this, but you didn't write an email. You wrote a discussion post on the Verizon Wireless Community forum which is a public peer to peer forum. Unfortunately since you didn't mark your post as a question, the VZW reps that roam this community won't ever see your post. Before you re-post it, don't. Duplicate posts get removed from the community.
I see there were several missteps both by the reps and yourself in your post. First you should have insisted on returning the phone within the 14 day return policy period. Second which Samsung Galaxy mini model did you purchase? The S3 mini or the S4 mini? Did you do any research prior to deciding on this device. The reps at that time deflected the easiest course of action, by trying to get you to replace the phone under insurance instead of returning the phone. The Early Edge payment option requires the current phone on the line using the early Edge must be returned to Verizon Wireless. Did you once considered going to a third party site like Swappa to purchase a gently used device for your daughter?

VZW Customer Service uneducated

Similar Messages

Maybe you are looking for